Team Lead International Chat Process (Banking)

Job Title: Team Lead International Chat Process (Banking)

Location: Hyderabad, DLF Cyber City

Salary: Up to 9 LPA

Job Type: Full-Time, 5 days work with 2 rotational off days, 24/7 shifts

Transportation: 2-way cab facility provided

Job Summary:

We are seeking an experienced Team Lead with a strong background in customer support for an International Chat Process in the banking sector. The ideal candidate should have over 5 years of experience in a BPO environment, with a minimum of 2 years in a Team Lead role. The position involves leading a team, ensuring service level agreements are met, and maintaining high-quality customer interactions.

Key Responsibilities:

Team Management:

• Monitor daily quality and productivity metrics of the Customer Care Professionals (CCPs).
• Implement floor management policies to ensure adherence to service level agreements.
• Ensure all CCPs scheduled for the day are accounted for and systems are functioning properly.
• Provide real-time support to CCPs during their shifts, addressing technical issues and customer queries.
• Conduct daily coaching and huddle sessions.
• Ensure adherence to shift schedules and off-the-phone schedules.
• Escalate any issues to the Operations Manager.
• Take calls on high-volume days as needed.
• Fulfill monitoring and reporting requirements as necessary.

Quality & Compliance Monitoring:

• Provide timely and accurate updates to CCPs regarding hotline behaviors and compliance.
• Manage process-related activities within prescribed turnaround times.
• Attend calibration and alignment meetings with support groups.
• Ensure adherence to internal and external processes and handle disciplinary actions promptly.

Staff Development & Team Building:

• Address HR-related concerns and ensure high team morale through bonding activities.
• Coach CCPs on performance, conduct one-on-one feedback sessions, and develop Individual Development Plans (IDPs).
• Cascade process/product updates to CCPs in a timely manner.
• Analyze call handling trends for coaching and action planning.

Administrative Functions:

• Generate and manage attendance records.
• Reflect approved schedule changes and conduct yearly performance appraisals.
• Investigate violations and recommend disciplinary actions as necessary.
• Submit required reports, including weekly coaching logs, team performance reviews, and performance appraisals.

Safety and Security:

• Uphold the principles of the Quality Information Security Management System (QISMS).
• Ensure the confidentiality, integrity, and availability of critical information.
• Report information security-related incidents promptly and participate in related training.

Competencies:

Basic Competency Level:

• People Management/Team Orientation
• Drive for Results/Execution
• Thriving in Change
• Analytical Skills
• Presentation and Facilitation Skills
• Coaching and Process Improvement
• Performance Management
• Discipline Management

Moderate Competency Level:

• Communication Skills (Verbal & Written)
• Computing Skills
• Problem-Solving

Expert Competency Level:

• Customer Service Orientation
• Product Knowledge

Qualifications:

• At least two years of completed college education.
• Minimum of one year of experience in a BPO/call center environment handling inbound customer service for international credit card/financial service programs.
• Excellent communication, analytical, and customer service skills.

Physical Demands: May require weekend or evening work.

How to Apply:

If you meet the qualifications and are interested in this position, please send your updated resume to nexgenhiringexperts@gmail.com with the following details:

• Name:
• Notice Period:
• Reason for Job Change:
• Availability for Interview:
• Current Organization:
• Current Designation:
• Current Location:
• Languages Known:
• Current Salary:
• Expected Salary:
• Experience in Banking Process:
• Experience in Chat Process:
• Total Years of Experience:
• Key Skills Matching Above Experience:
• Willing to Relocate:

For any inquiries, feel free to contact us at 9063238178.